Why Customer Service Training is a Waste of Money

WARNING … I’m getting on a soap box.  Potential for unfiltered thoughts ahead.

Want to know why that money you sunk into customer service training isn’t giving you the results you wanted? It’s because you may have taken the easy way out.

If any of these apply, don’t waste your money on customer service training.

  1. You don’t know our employees.  You haven’t taken the time to get to know your employees as people with lives outside of work, with dreams, with active likes and dislikes, instead of as employees.
  2. You don’t have defined performance expectations. What you want done and how you want it done changes from day to day and even worse, from employee to employee.
  3. You play favourites with employees and customers.  Some people get special privelages, some don’t. Some get away with poor behaviour, some don’t.
  4. You disparage your customers, either to their face or behind their back.  You call them stupid or cheap and insinuate they are a bunch of thieves out to get what they can from you.
  5. You apply#4 to your employees.
  6. You hire based on who you like, instead of clearly defined job descriptions and hiring standards.  You like people like you.
  7. You have no idea what your employees do.  Oh you have a vague notion, but you don’t know how much time, how much effort goes into getting their tasks completed, especially the ones who just quietly go about doing their work instead of whining about how much work they have.  Because they make it look easy, you assume it is easy and don’t recognize or value their skills, knowledge and expertise.
  8. You categorize any suggestion or concern is a needless whining.  Your employees should just be thankful they have a job and stop their whining.
  9. You don’t care what your employees think.  Oh, you might pretend to care.  You’ll hold a town hall or send out a survey, but it’s just window dressing.  You’ve already decided the answers, the strategy, the next step.  So what if they are the ones who interact with the customers every day?  So what if they are the ones on the floor completing the tasks everyday?  Their suggestions, ideas don’t matter. You’re the boss … you’ll decide.
  10. Rules don’t apply to you.  Just because your employees aren’t allowed to wear shorts to work, doesn’t mean you can’t.  Just because they’re not allowed to use the parking stalls close to the door, doesn’t mean you can’t.  You’ve earned the right to break the rules.

I could to go and on, but I’m not going to.  All I can say is, if any of those apply to you, don’t waste your money on customer service training because it’s not going to work.  Instead spend your money on customer acquisition because you’re going to need it to replace the good customers and good employees that decide to spend their valuable time with a company that respects them and values them.